Technical Support Engineer

Job Description

Role Overview:
As a Technical Support Engineer at Arc XP, you'll be the technical escalation point for our enterprise publishing platform, diving deep into customer-impacting issues and working cross-functionally to drive resolutions.

Key Responsibilities:

• Own complex technical escalations from our T1 support team, performing root cause analysis across our cloud infrastructure, application layer, and customer implementations.
• Debug and troubleshoot production issues in real-time using tools like DataDog, AWS CloudWatch, and network analyzers.
• Partner with engineering teams to resolve critical customer-impacting incidents while maintaining SLA commitments.
• Build and maintain our knowledge base to document common issues, workarounds, and permanent fixes.
• Analyze support trends to identify opportunities for platform improvements and customer success.
• Provide technical guidance to T1 support specialists to enable faster resolution at first contact.

Required Skills:

• 2+ years of B2B technical support experience in a SaaS environment or a comparable combination of experience in customer service and technical roles.
• Proven track record of resolving complex technical issues in a customer-facing role.
• Proficiency in at least one programming language, such as Python, JavaScript, or Java, with the ability to read and debug code.
• Experience with modern web technologies (REST APIs, Microservices, CDNs).
• Experience testing APIs using tools such as Postman or curl.
• Experience with incident management and on-call responsibilities.
• Hands-on troubleshooting experience with cloud platforms (preferably AWS).
• Outstanding written and verbal communication skills in English, for both, technical and non-technical audiences.

Nice to Have:

• Experience with CDN technologies.
• Experience with monitoring tools like DataDog, Splunk, or similar.
• Experience with ticket management systems like Jira.

Compensation and Benefits

Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:

• Competitive medical, dental and vision coverage
• Company-paid pension and 401(k) match
• Three weeks of vacation and up to three weeks of paid sick leave
• Nine paid holidays and two personal days
• 20 weeks paid parental leave for any new parent
• Robust mental health resources
• Backup care and caregiver concierge services
• Gender affirming services
• Pet insurance
• Free Post digital subscription
• Leadership and career development programs

Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status.

The salary range for this position is:
74,200.00 - 123,600.00 USD Annual

The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.

The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.

The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?

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